Privacy Policy

This Privacy Policy applies to Trilogy Care Pty Ltd (ABN 44 604 915 200) and its related entities (together, we, us and our) and covers our operations as a provider of Support at Home services, and our operation of the mobile applications and websites we operate from time to time (together, our Websites). Under the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth) (Privacy Act), we are required to have a Privacy Policy setting out the ways we manage personal information. We are also subject to other laws relating to management of personal information such as under the Aged Care Act 2024, the Aged Care Rules 2025 and relevant health records legislation.

We reserve the right (at our discretion) to modify, amend or replace this Privacy Policy from time to time. A new version of this policy will be posted to our Websites when this policy is modified, amended or replaced. We recommend that you regularly review our Privacy Policy.

Employee Records

This Privacy Policy does not apply to our employees or employee records, as the handling of employee records by a private sector employer is exempt from the Privacy Act if it is directly related to the employee's current or former employment relationship. However, if you do have questions regarding the handling of your employee records, you can contact our Privacy Officer (see below) for assistance.

Trilogy Care Portal

The Trilogy Care Portal, accessible via website and mobile application, is where:

• our clients, their legal representatives and registered supporters can view their Care Plan and Budget, medical details and financial information regarding their Support at Home Package funding;
• coordinators organising the services of our clients can review the client's Care Plan and Budget, medical details and financial information regarding their Support at Home Package funding;
• subcontractors providing services to clients can submit their invoices to us for payment through the client's Support at Home Package; and
• relevant stakeholders involved in a client's care may be granted access for the purpose of ensuring the client is supported.

This Privacy Policy, along with the Trilogy Care Portal Terms of Use, apply to your use of the Trilogy Care Portal (whether accessed via our website or mobile application) and any personal information collected, used or disclosed via the Portal.

Our Websites

We operate a number of websites, including our main website at www.trilogycare.com.au and a pricing comparison website at www.homecareprices.com.au (our Websites). Our pricing comparison website is a tool that allows consumers to compare Support at Home service pricing across government-registered providers. Our Websites are operated by Trilogy Care and are clearly identified as such.

This Privacy Policy applies to any personal information collected, used or disclosed through or in connection with our Websites, including personal information provided by Website Visitors and Prospective Clients (as defined below).

Why we collect personal information

As a provider of Support at Home services and operator of various Websites, we collect and hold a range of personal information about our clients, prospective clients and website visitors, job applicants, the contractors and suppliers we engage, and associated service providers who deliver services to our clients.

We collect this personal information so we can deliver the best possible services to our clients, respond to enquiries from prospective clients and website visitors, and comply with our legal obligations.

The personal information we collect and hold

Clients

We collect a range of personal information about our clients, registered supporters or their legal representatives, including:

• names, addresses and contact details
• gender, dates of birth, marital status
• photographs and/or video recordings, for example, recordings of events or CCTV/surveillance cameras
• location information (such as residential address or precise GPS location data collected via our mobile application for service confirmation purposes)
• billing, payment and financial account details (such as bank account or direct debit information used to process payments or disbursements)
• information about clients' requirements for the services we provide and existing conditions that affect the services we provide
• information about the services we provide to clients and any claims made for aged care services with us
• information about a client's income, assets, pension status and other information used to support a claim for funded services
• documentation relating to powers of attorney, guardianship orders, advance care directives, registered supports, next of kin and decision makers
• assessment, monitoring and review information
• feedback, complaints, details of incidents, reports and investigation records
• government related identifiers, such as tax file numbers (TFNs), Medicare card numbers, Veteran card numbers, NDIS numbers, and Customer Reference Numbers (CRNs), which may be displayed on concession or health care cards
• records that we are required to keep to comply with the Aged Care Act 2024 and the Aged Care Rules 2025, including records concerning the funded aged care services clients access and the cost of those services, the workers and registered providers responsible for delivery of those services, provision of specialist aged care programs, details of any requests clients have made to correct their information, or complaints or reportable incidents concerning clients
• sensitive information, such as:
  • racial or ethnic origin (including whether you are of Aboriginal or Torres Strait Islander origin)
  • religion
  • sexual orientation
  • whether you have a criminal record
  • medical and health information, including medical histories, test results, details of treatments, disabilities or illnesses an individual may have, and clients' wishes in relation to their medical treatment
  • biometric information (including facial geometry data collected via the device camera for identity verification purposes) used in conjunction with facial recognition software.
  • voice recordings or voice-to-text transcriptions, where you interact with our AI-powered features via the mobile application's microphone (where this feature is available).

Website Visitors and Prospective Clients

When individuals visit our Websites or make an enquiry through the our Websites, we may collect personal information about them, including as prospective clients seeking information about our Support at Home services (Prospective Clients). The personal information we collect from Website Visitors and Prospective Clients may include:

• names, addresses and contact details (such as phone number and email address)
• details about their care needs, existing conditions, and the type of Support at Home services they are seeking
• financial circumstances, pension status, aged care classification or funding level (such as Support at Home classification)
• details about their legal representatives, family members or carers where relevant
• any other personal information they choose to share with us in the course of an enquiry or consultation
• technical and usage information collected automatically via cookies and analytics tools when they visit our Websites (such as IP address, browser type and pages visited), as described in the Cookies section of this Privacy Policy.

Where a Website Visitor or Prospective Client proceeds to engage our services, they will become a client of Trilogy Care and their personal information will thereafter be handled in accordance with the 'Clients' section of this Privacy Policy.

Job applicants, care workers, contractors/suppliers and associated service providers

We also collect and hold certain personal information about applicants for employment with us and about contractors and suppliers wishing to supply products and/or services or to provide care services to us or our clients. This includes:

(a) individual contractors and supplier organisations engaged directly by us (such as office cleaners, IT providers and consultants), and their employees, workers and representatives; and

(b) service providers who are engaged by our clients (rather than by us) to deliver care and other services directly to those clients. We assist our clients to find and engage these service providers and, as part of that process, we collect and hold personal information about them for the purposes of sourcing, workforce assurance, credentialling, compliance and facilitating payment. We collect and process this information regardless of whether we also hold an associated provider agreement or other arrangement with the service provider.

Personal information we collect in this context includes:

• full name, date of birth, contact details, emergency contact/next of kin
• resumes, employment histories and qualifications, AHPRA registrations, provider numbers
• training records and competency assessments
• billing, payment and financial account details (such as bank account or direct debit information used to process payments or disbursements)
• insurance details required for care workers
• photographs and/or video recordings, for example, recordings of events or CCTV/surveillance cameras
• sensitive information, such as:
  • police checks and other suitability checks such as NDIS worker screening checks
  • medical histories directly related to the individual's ability to perform the inherent requirements of the position
  • immunisation history
  • biometric information (including facial geometry data collected via the device camera for identity verification purposes) used in conjunction with facial recognition software.

Cookies and In-App Analytics

When you access our Websites or use our mobile application, anonymous technical information may be collected about user activities. On our Websites, this occurs through cookies and similar browser-based technologies. Within our mobile application, this occurs through analytics software development kits (SDKs) and device-level telemetry. This information is used by Trilogy Care to make decisions about maintaining and improving our Websites, mobile application and online services. This information remains anonymous and is not linked in any way to personal identification details.

We use cookies on our Websites. Cookies are a small file that is placed on your computer by a web server when you access a website. They collect user information and data for statistical and analytic purposes, such as IP address, browser type and pages visited, but do not identify the individual user, and are not linked in any way to personal identification details. Cookies may also be used to manage website traffic and for campaign attribution, including using ad and analytics tracking on our Websites. These providers may transfer information to servers outside Australia. This information is used only for aggregated reporting and to help us improve our services.

Websites often use cookies and most internet browsers accept cookies by default. You can control the use of cookies by configuring the preferences and settings in your browser and/or firewall to opt out of cookies being used. However, if you decide not to display cookies, then you may not be able to gain access to all the content and facilities of our website.

If you do not wish your information to be used for analytics or marketing attribution, you may also (i) use the Google Analytics Opt-out Browser Add-on, or (ii) contact us at [email protected] to request exclusion from analytics tracking where technically feasible. These options apply across our Websites.

Anonymity

You have the option of not identifying yourself to us or using a pseudonym where that is practicable. However, in most circumstances, we will not be able to assist you effectively or provide you with services if you do not provide us with your personal information when requested.

How we collect personal information

We may collect personal information about an individual from a range of sources using a variety of means including:

• online and physical forms, including the various online forms available on our Websites. These forms may be used by a range of individuals (including clients, prospective clients, support workers, contractors and suppliers) and may collect various types of personal information depending on the purpose of the form, such as contact details, financial and billing information, workforce and registration details, feedback, and incident or safety information. Personal information submitted through any of these forms is collected and handled in accordance with this Privacy Policy
• from our Websites using various technologies, including 'cookies', and through any online forms, enquiry functions or interactive features on our Websites
• online tools (including apps or other software such as the Trilogy Care Portal and tools on our Websites)
• through feedback provided by our clients to us in relation to the services provided
• through interactions between us and coordinators, client representatives, facilitators, social workers, siblings, children, grandchildren and any other individual interested in or involved in providing services to our clients
• through telephone, email or in-person inquiries or discussions about us and/or the services we provide
• through publicly available sources of information
• through interactions with our social media channels that we offer or monitor
• from job applicants, staff members, and contractors and suppliers (including their employees and workers)
• direct contact in the course of us providing services (including the administration of accounts established with us)
• in the course of conducting market research, including customer satisfaction surveys
• from current and prospective suppliers of goods and/or services to us.

Mobile Application

Where you access the Trilogy Care Portal via our mobile application (available on iOS and Android), we may collect personal information through the following device features, each of which requires your permission:

• Camera: We use the device camera to support facial recognition for identity verification (FaceID). This involves the collection of biometric information (facial geometry data). The camera is not used for any other purpose unless separately disclosed.
• Microphone: Where available, our mobile application allows you to interact with our AI-powered features using voice input. When you use this feature, we collect voice recordings or voice-to-text transcriptions for the purpose of processing your request. Voice data is not collected unless you actively use this feature.
• Location (GPS): We collect precise location data (GPS) from your device to confirm the delivery of services at the correct location. Location data is collected only when required for service confirmation and is not used for tracking outside of this purpose.
• Push Notifications: With your permission, we may send push notifications to your device relating to your account, including notifications about invoices, payment approvals, service updates and other administrative matters. You can manage or disable push notifications at any time through your device settings.

You can manage the permissions granted to our mobile application at any time through your device's privacy or permissions settings. Disabling certain permissions may limit the functionality of the application.

Clients and Prospective Clients

We collect personal information directly from our clients or their representatives. We also collect personal information from prospective clients who contact us through our Websites or through other enquiry channels, including those who provide information when completing an enquiry form or contacting us to learn more about our Support at Home services. We also collect information from other sources such as health care providers, government departments and bodies and other people or organisations who have provided or do provide services to our clients.

We collect personal information using lawful and fair means and generally only when the information is relevant to our business and activities (including providing services to clients) unless otherwise required or authorised by law.

Job applicants, care workers, contractors/suppliers and associated service providers

We always try to collect information about applicants for employment with us directly from them. We also collect information about job applicants:

• through background checks and police checks
• from referees, professional registration and affiliate boards and agencies (including AHPRA), the Aged Care Quality and Safety Commission and employment agencies.

Information about individual contractors engaged directly by us is collected directly from those contractors and, where relevant, from our clients and their representatives. Information about supplier organisations and their employees, workers and representatives is collected directly from the supplier organisation and, where relevant, from their individual workers, our clients, and other parties involved in the delivery of care services. Information about service providers engaged by our clients is collected from those providers directly (including through the Trilogy Care Portal), from our clients, and from other sources as part of our sourcing, workforce assurance, credentialling and compliance processes.

How we store and dispose of personal information

We strive to ensure the security of personal information we collect and hold. We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification and disclosure. This includes both technical measures (such as encryption of data at rest and in transit, access controls, multi-factor authentication, anti-virus software, and secure password practices) and organisational measures (such as training employees on data protection, developing standard operating procedures and policies for securing personal information, and conducting regular reviews of our security practices).

We take reasonable steps to destroy or de-identify personal information when it is no longer needed for any purpose for which it was collected, used, or disclosed, unless the information is required by law to be retained.

How we use personal information

Clients

We primarily use clients' personal information to locate workers for clients to engage and to provide clients with services in their home. We also use clients' personal information for other purposes including, but not limited to:

• complying with our obligations under laws, for example, to comply with our legal obligations under the Aged Care Act 2024, the Aged Care Rules 2025 and other laws in respect of the provision of care and services to our clients
• meeting government requirements for non-identifying and statistical information
• quality assurance, risk management and continuous improvement activities.
• sending push notifications via our mobile application to keep clients informed about invoices, payment approvals, service updates and other administrative matters relevant to their Support at Home services (where the client has enabled notifications).

From time to time, we use clients' personal information for direct marketing. Clients who do not wish to have their personal information used for this purpose should contact us on the details below and let us know.

Job applicants, care workers, contractors/suppliers and associated service providers

We use personal information about job applicants, individual contractors, supplier organisations (and their employees and workers) and associated service providers:

• to assess their suitability to perform the duties required and deliver services to our clients, where required, including assessing the suitability of individual contractors directly engaged by us, the workers and employees of supplier organisations, and service providers whom we source for our clients to engage
• to assist our clients to find and engage suitable service providers by sourcing, matching and presenting service provider options to clients based on their care needs, preferences and location
• to meet our obligations under relevant laws, including workplace laws, and to comply with our legal obligations under the Aged Care Act 2024, the Aged Care Rules 2025 and other laws in respect of the provision of care, services and any accommodation to our clients
• to improve the services we offer through quality improvement activities such as training, and to manage and evaluate the performance of contractors and supplier organisations in delivering services to our clients.

Website Visitors and Prospective Clients

We use personal information about Website Visitors and Prospective Clients:

• to respond to their enquiries and to provide information about our Support at Home services
• to assess their potential suitability for our services and to follow up on their enquiry
• to facilitate the onboarding process if they decide to become a client of Trilogy Care
• to analyse website usage and improve the functionality and content of our Websites
• for direct marketing purposes, where permitted under the Privacy Act and the Spam Act 2003 (Cth) - Prospective Clients who do not wish to receive direct marketing communications may opt out at any time by contacting us on the details below.

Circumstances in which we disclose personal information

Clients

Personal information collected about our clients may be disclosed to other parties involved in providing, evaluating or administering services. This may include disclosure of information to, for example, a client's doctor or their allied health service providers, cleaners, gardeners or maintenance personnel who provide services to the client at home.

We may disclose personal information (including sensitive information) about our clients to:

• support workers, service providers and suppliers approved in your care plan and budget
• our agents, contractors and associated companies including, but not limited to, Care Vicinity Pty Ltd and Cookaborough Pty Ltd (e.g. to enable them to perform services under contract with us which may directly or indirectly benefit the client from whom the information was collected, such as sourcing workers for clients to engage, or to enable internal administration, training, assessments and reviews)
• marketing providers to facilitate our marketing of our services to current and to prospective clients
• to comply with record-keeping and reporting requirements under the Aged Care Act 2024 and the Aged Care Rules 2025, including requirements relating to records concerning the funded aged care services that clients access, the workers and registered providers responsible for delivery of those services, provision of specialist aged care programs and details of any complaints or reportable incidents concerning our clients
• to state and Commonwealth government agencies and statutory authorities and regulators, including Centrelink, the Department of Health and Aged Care, Services Australia, NDIA, NDIS Quality and Safeguards Commission, the Aged Care Quality and Safety Commission, AHPRA, the TAC, the Fair Work Commission, the police and in compliance with requests from state and Commonwealth ombudsmen;
• our professional advisers, such as lawyers or auditors
• related bodies corporate and associated entities (see further below under "Our Group and Related Entities").

We also use trusted third-party service providers to support our website analytics and marketing attribution activities. They collect user information and data for statistical and analytic purposes, such as IP address, browser type and pages visited but do not identify the individual user, and are not linked in any way to personal identification details. This information is used only for aggregated reporting and to help us improve our services

We may also disclose personal information (including sensitive information) about a client when required by law or court order or where we are required to do so as a result of any obligations we owe under any contract. In all circumstances, we will take reasonable steps to ensure these parties protect the information in line with the APPs.

Job applicants, care workers, contractors/suppliers and associated service providers

We use personal information about job applicants, individual contractors, supplier organisations (and their employees and workers) and associated service providers:

• to assess their suitability to perform the duties required and deliver care and services to our clients, where required
• to our clients, to enable them to make informed decisions about engaging service providers to deliver care and other services to them
• to meet our obligations under relevant laws, including workplace laws
• to improve the services we offer through quality improvement activities such as training
• to assess and manage the supply of goods and services to us by a prospective or current contractor.

We may disclose personal information (including sensitive information) about job applicants, individual contractors, supplier organisations (and their employees and workers) and associated service providers:

• to state and Commonwealth government agencies and statutory authorities and regulators, including Centrelink, the Department of Health and Aged Care, Services Australia, NDIA, NDIS Quality and Safeguards Commission, the Aged Care Quality and Safety Commission, AHPRA, the TAC, the Fair Work Commission, the police and in compliance with requests from state and Commonwealth ombudsmen;
• to comply with record-keeping and reporting requirements under the Aged Care Act 2024 and the Aged Care Rules 2025, including requirements relating to records concerning the funded aged care services that clients access, the workers and registered providers responsible for delivery of those services, provision of specialist aged care programs and details of any complaints or reportable incidents concerning our clients.

Website Visitors and Prospective Clients

We may disclose personal information (including sensitive information) about Website Visitors and Prospective Clients to:

• our staff and internal teams who handle enquiries, undertake assessments and manage the client onboarding process
• our agents and contractors where necessary to respond to the enquiry or facilitate onboarding
• marketing providers, to facilitate our marketing of our services to prospective clients, where permitted
• our professional advisers, such as lawyers or auditors
• related bodies corporate and associated entities (see further below under "Our Group and Related Entities").

Where a Prospective Client becomes a client of Trilogy Care, their personal information will be disclosed to the same parties as set out in the 'Clients' section above.

Cross-border disclosure

We may disclose personal information to overseas recipients, for instance, if a client requests us to do so. However, we will not send personal information outside Australia without obtaining the consent of the individual concerned (in some cases this consent will be implied) or otherwise complying with the Australian Privacy Principles and other applicable privacy legislation.

We may use online or 'cloud' service providers to store or back up personal information and to provide services to us that involve the use of personal information, such as services relating to email and data storage. This personal information may be stored in the 'cloud', which means that it may reside on a cloud service provider's server which may be situated outside Australia. For example, we currently engage a business process outsourcing (BPO) provider in the Philippines and may use similar providers in other countries in the future, to assist with invoicing and data handling, and we use Amazon Web Services (AWS) to support our AI and operational systems (noting that this infrastructure is currently Australian-hosted, however data may transit or be replicated to servers outside Australia).

We also use trusted third-party service providers to support our Websites' analytics and marketing attribution activities, specifically Google Analytics and Meta. These providers may process data on our behalf to measure campaign effectiveness and improve our services, and in some circumstances, information may be transferred to servers located outside of Australia. We take reasonable steps to ensure these providers handle your personal information in accordance with the APPs.

If we disclose your personal information to an overseas recipient, we will take reasonable steps to ensure the overseas recipient does not breach the APPs in relation to your information. Please see 'Transborder Data Flows' below for more detail on our cross-border data practices.

Sale or merger

Personal information about individuals we have collected and hold may be disclosed to third parties in the event we offer to sell and/or sell our business and/or assets, at or before the time of a merger, acquisition or sale. Any such disclosure will be subject to strict undertakings to preserve the confidentiality and security of the information.

Our Group and Related Entities

Trilogy Care Pty Ltd is part of a group of related entities that may share personal information with each other for the purposes set out in this Privacy Policy, including to deliver services, meet legal obligations, and for internal administration and governance purposes.

Personal information may be disclosed to, and used by, our related bodies corporate and associated entities as necessary to provide coordinated services to clients and to meet our obligations under the Aged Care Act 2024, the Aged Care Rules 2025 and other applicable laws. Any disclosure to related entities is subject to the same APP standards that apply to our own use of personal information.

Transborder Data Flows

In some circumstances, we may transfer or disclose personal information to recipients located outside Australia. We take seriously our obligations under APP 8 of the Privacy Act, which requires us to take reasonable steps to ensure that overseas recipients do not handle personal information in a manner that would breach the APPs.

The main cross-border data flows we currently engage in are as follows:

Philippines - Business Process Outsourcing Provider

We currently engage a BPO provider located in the Philippines and may use similar providers in other countries in the future, to assist with invoicing, data handling, and related administrative functions. In the course of performing these services, our BPO provider(s) may have access to personal information of our clients, contractors, and workers. We take reasonable steps to ensure that our BPO providers are contractually required to handle personal information in a manner consistent with the APPs and our internal privacy requirements.

United States - Amazon Web Services (AWS)

We use Amazon Web Services (AWS) to support our AI systems and operational infrastructure. Our AWS infrastructure is currently hosted in Australia. However, some data may transit or be replicated to AWS servers located outside Australia (including in the United States) as part of AWS's standard service delivery. AWS is subject to AWS's own privacy and data security standards. We rely on AWS's standard contractual commitments regarding data handling and security.

United States - Google Analytics and Meta

We use Google Analytics and Meta (including the Meta Pixel) on our Websites for analytics and marketing attribution purposes. These providers are headquartered in the United States and their servers are located overseas. The information processed by these providers (including IP address, browser type, and pages visited) is de-identified and does not identify individual users. However, it is transferred to servers outside Australia as part of the operation of these services. You may opt out of Google Analytics tracking by using the Google Analytics Opt-out Browser Add-on.

Your rights regarding cross-border disclosures

Under APP 8.1 of the Privacy Act, before we disclose personal information to an overseas recipient we must take reasonable steps to ensure the recipient will not breach the APPs. By using our services and providing us with your personal information, you acknowledge that your information may be transferred overseas in the circumstances described above. Where we are required by law to obtain your consent to a cross-border disclosure, we will do so.

If you have questions or concerns about how your personal information may be transferred overseas, please contact our Privacy Officer using the contact details below.

Direct marketing

We may directly market ourselves and our services to an individual on the basis that the individual would reasonably expect us to do so, where we have already collected the individual's personal information directly from the individual.

Where we collect information about an individual from a third party, we will not use that information to directly market to that individual unless the individual consents to this. Such consent may be express or may be implied.

All of our direct marketing communications contain a facility whereby you can opt out of receiving future communications. You may also at any time separately request not to receive direct marketing communications from us. We will comply with all such requests as soon as reasonably possible.

Artificial Intelligence and Automated Decision-Making

Overview

We use a range of artificial intelligence (AI) technologies and automated computer programs to support our internal operations and the delivery of Support at Home services. AI is central to how we operate: it is used to streamline service planning, match clients with support workers, assist with invoicing and financial management, and improve the quality and efficiency of care delivery.

Kinds of personal information used in our AI systems.

The personal information we use in the operation of our AI and automated systems may include:

• identification and contact information (name, date of birth, address);
• Support at Home classification, care plan details, and assessed care needs;
• health and medical information relevant to service delivery;
• financial information, including budget, pension status, and Services Australia entitlements;
• service history, attendance records, and incident information;
• worker qualifications, availability, and performance data; and
• invoice and billing data.

Kinds of decisions substantially assisted by AI

• Our AI systems substantially and directly assist human decision-makers to make decisions in relation to matters including:
• matching clients with support workers based on care needs, preferences, location, and availability;
• identifying anomalies in invoicing or service delivery that may warrant review;
• generating client care plan recommendations and budget forecasts;
• flagging potential risks in service delivery or client wellbeing for human review;
• prioritising client enquiries and service requests; and
• supporting pricing comparisons and analysis on the HomeCare Prices Website.

Human oversight

We confirm that all significant decisions affecting the rights or interests of clients or workers are made by or subject to the oversight of human decision-makers. Our AI systems do not make final decisions autonomously; they are used as tools to assist and inform the judgment of our staff. Human staff review, consider and are responsible for all final decisions, even where an AI system has substantially assisted in generating a recommendation or output.

Generative AI

Our core AI systems are internally developed and hosted on secure infrastructure located in Australia. We may also use third-party generative AI tools (such as large language model services) from time to time to support internal administrative functions, including drafting communications, summarising information, and processing data. These third-party tools do not process personal information or protected health information. Where any generative AI tools are used in connection with personal information, that information is handled in accordance with this Privacy Policy and our internal AI governance policies.

Links to third party websites

Our Websites may contain links to websites operated by third parties. Those links are provided for convenience and may not remain current or be maintained. Unless expressly stated otherwise, we are not responsible for the privacy practices of, or any content on, those linked websites and have no control over or rights in those linked websites.

Before using those websites, we encourage you to read their privacy policies as they may differ substantially from our Privacy Policy.

Accessing and correcting your personal information

It is important that the information we hold about our clients, prospective clients, website visitors, job applicants, contractors and suppliers is accurate. Except in certain situations, you have the right to access your personal information and ask us to correct it. In particular, the Statement of Rights under the Aged Care Act 2024 provides that clients have the right to seek, and be provided with, records and information about the funded aged care services they access, including the costs of those services. We will take reasonable steps to update or correct, as soon as possible, any information in our possession that is inaccurate, incomplete, out-of-date, irrelevant or misleading.

We may refuse to grant you access where this is allowed or required by law, for example, where this would have a negative impact on someone else's privacy. If we do refuse to grant access, we will give you written reasons.

If you would like to access your personal information, please contact:

Privacy Officer at [email protected]

We may charge you a small fee for accessing your personal information, as permitted by law.

Complaining about a breach of privacy

You have the right to complain if you believe we have breached this policy or your rights under the Australian Privacy Principles.

To lodge a complaint, please write to our Complaints Officer at the following address:

Email [email protected]

Phone 1300 459 190

Postal Address Level 3, 2 King Street Bowen Hills QLD 4006

You can also make a complaint by completing the form: https://trilogycare.com.au/feedback

We will promptly acknowledge receipt of your complaint and we will endeavour to deal with your complaint and to provide you with a response within a reasonable time period following receipt of your complaint (generally within 30 days of receipt). Where a complaint requires a more detailed investigation, it may take longer to resolve. If this is the case, then we will provide you with progress reports.

We reserve the right to verify the identity of the person making the complaint and to seek (where appropriate) further information from the complainant in connection with the complaint.

Where required by law, we will provide our determination on your complaint to you in writing.

Please note that we may refuse to investigate or to otherwise deal with a complaint if we consider the complaint to be vexatious or frivolous.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner:

Office of the Australian Information Commissioner

Website www.oaic.gov.au

Phone 1300 363 992

Postal Address GPO Box 5288 Sydney NSW 2001